Sales Quality Specialist

Cydcor is a leader in outsourced sales and has been helping Fortune 500 and emerging companies achieve their customer acquisition, retention, and business growth goals. Cydcor has garnered a reputation for sales excellence and expertise, consistently exceeding client expectations and driving revenue growth, to become one of the most trusted names in outsourced sales.

The Sales Quality Specialist is responsible for the measurement and improvement of sales quality for our ICLs. Primary responsibilities include the documentation, research, and resolution of client escalations within the service level.

Role Responsibilities:

• Handling of documentation, research, communication, and resolution of customer escalations within the service level.

• Responsible for engaging with highly escalated customers, addressing their concerns, and deescalating tense situations to achieve a positive resolution for some of our Clients.

• Development and analysis of reporting that tracks emerging sales quality issues and provides proactive recommendations for solutions.

• Ensure best practices and procedures are identified and communicated to the sales offices.

• Maintain and review standards, existing policies & procedures to evaluate effectiveness with recommendations for continuous improvement, on an individual and team level.

• Partner with project teams to develop, coach, and mentor field sales teams in relation to quality standards & procedures

• Consistent improvement in the percentage of customer escalations handled on assigned campaigns.

• Successful implementation of process improvements and proactive quality measures.

• Building positive and productive working relationships with internal team members, our Clients, and the field.

• Other duties are assigned based on departmental needs.

• Conforms with and abides by all regulations, policies, work procedures, instructions, and all safety rules.

• Exhibits regular, reliable, punctual, and predictable attendance.

Required Qualifications:

• 1-2 years of experience working in a fast-paced, customer service or sales environment

• Ability to plan, organize, and prioritize multiple tasks and meet conflict deadlines

• High-energy self-starter; must be able to take initiative with minimal guidance and be comfortable working both as an individual and as part of a team.

• Demonstrates appropriate attention to customers’ needs and requirements when making decisions and taking action. Makes customer satisfaction a priority and works to exceed the expectations of external and internal customers.

• Able to lead & influence others without direct authority or control.

• Demonstrates Integrity and Maintains Confidentiality

• Excellent verbal and written communication skills, patience, empathy, and the ability to think quickly on their feet.

Preferred Qualifications:

• Ability to produce results focused on efforts to attain concrete, timely, and measurable performance outcomes

• Experience using Microsoft Office applications preferred- including email, word, excel, etc.

• Experience using Salesforce preferred

• Experience using Excel preferred

• Experience using AI, ChatGPT preferred

Benefits and Compensation:

• Medical, Dental, Vision

• 401k

• 401k match

• Base pay $50,000 + Bonus Opportunity

Working Conditions:

• The schedule is Monday-Friday.

• Hybrid schedule
• In Office Monday-Thursday
• Optional remote on Friday

"Cydcor will consider qualified candidates with criminal histories in a manner consistent with the law."

This job description includes a summary of essential job functions and does not restrict management’s right to assign other duties and responsibilities as required. Please get in touch with Cydcor’s People Services Department for a detailed listing of essential functions, as required.